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Cloud Computing… are you ready?
Steven KrenzITSM Practice Lead
Agenda
Introduction
Presentation Topics
• The “traditional” Data Center: How it compares to “The Cloud”
• Cloud Computing and IT Service Management: How do they fit?
• IT Service Management: Examples of process integration
• Organizational Change: How to preserve your core operational tenets
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Synopsisbackground
• Primary objective of Cloud Computing: reduce costs, increase availability, and eliminate the need for the end user to have expertise and knowledge of supporting their IT infrastructure.
• Things often referred to related to the concept of “Cloud Computing”:
• SaaS: Software as a Service
• PaaS: Platform as a Service
• Utility Computing
• Managed Service Providers
Cloud computing is a style of computing where elastically scalable IT-enabled
capabilities are delivered “as a service” to external customers using Internet
technologies.- Gartner
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Infrastructureas a Service
(IaaS)
Platformas a Service
(PaaS)
Softwareas a Service
(SaaS)
Compute power, storage, and networking infrastructure
(such as firewalls and load balancers) as a service
Infrastructure as a service plus a runtime
environment for compiled application code.
Entire finished application available
on-demand
Softwareas a Service
(SaaS)
Platformas a Service
(PaaS)
Infrastructureas a Service
(IaaS)
Simple Cloud TaxonomySimple Cloud Taxonomy
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5
Cloud Deployment Options
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Customers, Employees, Partners: Globally Distributed
Application Environments: Collaborative
New Devices: Proliferating
Virtualization/Cloud Technologies: Exploding
The Fundamental Paradigm Shift:The Internet is Mission Critical to the Enterprise.
The Fundamental Paradigm Shift:The Internet is Mission Critical to the Enterprise.
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Data Center Internal users
Internet Customers
Content Delivery
Networks
MajorISPs
Local ISPs
Mobile Carriers
3rd Party/Cloud Services
FROM THE ENTERPRISE… …TO THE INTERNET
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Mobile Components
Mainframe
App Servers
Storage
Middleware Servers
Web Servers
DB Servers
Load Balancers
Network
The Reach of an Enterprise Application has ChangedThe Reach of an Enterprise Application has Changed
Challengescloud computing “pain points”
• Some claim concerns with security, data encryption, and other data privacy requirements, but technology “has a response” to this
• Reliability of Service Providers, with Service Level Agreements (SLAs) being written to primarily reflect the best interests of the service providers.
• Application development languages and platforms are still not mature and consistent.
• Without a “local” data center, companies feel like they are lacking familiar, reliable, secure, convenient, and manageable technology.
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Challengescloud computing “conversions”
Without a solid “plan” or understanding of current environmental dependencies, Cloud related initiatives can present unique types of uncertainty…
Examples:
- The “surgical procedure”…
- The traditional “building of a house” …
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Awesome performance
3rd Party CDN Content
Internally and Externally Served Premium Services
Outsourced Streaming Media
Outsourced Online Shopping
Internally Served Web/Java Content
*average website serves content from more than 8 hosts
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NHL.com
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ITSMhow does ITSM fit?
Integrated approach to process architecture, including but not really limited to:
• Service Level Agreements
• Configuration Management
• Change Management
• Event Management (Incident, Problem, and Release Management)
• Key Performance Indicators and Metrics
• Overall End-User Experience
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Enterprise 2.0 Challenge:
What the Data Center Based APM Tools See
Internet
Data ServiceSaaS
WS
WS
WS
DB Service
PaaS
IaaS
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Data Center
CDN
Data Center Based APM Tools:
Blind to the Web End User Experience
Data Center Based APM Tools:
Blind to the Web End User Experience
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ITSMService Level Management
• Operating Level Agreements
• Underpinning / Vendor Contracts
• End-User Experience Measures / Metrics
• Reporting and Communication
• Financial management of services
• Understand where your applications rank in comparison to similar applications
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2. End users don’t tell us!
2,00
0,00
0 cu
stom
ers
Poor
experience
22%
Positive
experience
78%
Complain
2%
Do not
complain
98%
440,000
customers
Source: Gartner, “How to Approach Customer Experience Management”
1. We don’t know about performance issues until end users tell us.
73%of IT service issues are discovered by end users
Source: Forrester study commissioned by Compuware
You Are Not Alone ButThe Situation is Worse than You Suspect
You Are Not Alone ButThe Situation is Worse than You Suspect
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ITSMChange and Configuration Management
• Evolution of applications and supporting infrastructures
• Requirements traceability
• End-User communication
• Business Risk mitigation
• Component (Configured Item) based service delivery map
• Efficient Root Cause analysis / problem resolution
• Identification of “cinch” points
• Organic growth
• Acquisition-based growth
ITSMEvent Management
• Proactive identification of business impacting events, through active monitoring and performance indicators
• Instituted Change v. Non-instituted Change
• Strategic business initiatives
• Significant contingencies within the environment, potentially identified as problem trends
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Data Center Internal users
Internet Customers
Content Delivery
Networks
MajorISP
Local ISP
Mobile Carrier
3rd Party/Cloud Services
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Mobile Components
Mainframe
App Servers
Storage
Middleware Servers
Web Servers
DB Servers
Load Balancers
Network
Optimizing Application Performance Across the Enterprise and Internet
Strive for end-to-end performanceStrive for end-to-end performance
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Content Delivery
Networks
MajorISP
Local ISP
Mobile Carrier
3rd Party/Cloud Services
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Mobile Components
Mainframe
App Servers
Storage
Middleware Servers
Web Servers
DB Servers
Load Balancers
Network
Unified Dashboard
Deep-dive Troubleshooting and Resolution
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The “shift” how to preserve core operational tenets
• Implementation of fully integrated processes, to include the understanding of service impact to core revenue streams, SLA Management is the first step, with key performance indicators (KPIs) identified up front
• Leveraging a scalable architecture without compromising the core features and functions of business services, consider designating a “chief performance architect”
• Adopt a systematic approach, and define, document, and communicate your delivery strategy to the organization.
• Focus on architectural as well as operational issues
• Strive for governance through service monitoring
The “shift” how to preserve core operational tenets
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• Understand the differences of cloud computing types
• Recognizing the importance of an integrated process architecture by identifying the primary characteristics of support and delivery processes that are required to support your business services.
• Ensuring to preserve your operational core tenets when selecting the appropriate IT infrastructure
Conclusion
Questions…
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Thank you!